Role Description This is a senior, high-autonomy customer success role for someone who combines genuine hospitality expertise with the executive presence to be a trusted advisor to hotel leadership across EMEA. You'll own the full post-sales lifecycle for a portfolio of strategic accounts — onboarding, adoption, retention, and renewal — and act as the primary point of contact for complex, multi-stakeholder clients who expect a partner that understands their business as well as they do. If you're a credible, commercially sharp senior operator who thrives in a close-knit team and gets energized by helping hospitality businesses perform better, this is the role. What You'll Be Doing - Own the end-to-end post-sales customer lifecycle for an assigned portfolio of strategic EMEA accounts, with clear accountability. - Act as a senior consultant on client revenue strategies, leveraging deep hospitality expertise to align Duetto's capabilities with complex, multi-stakeholder business needs. - Lead strategic business reviews and advanced product training sessions, using AI-assisted tools to deliver documented ROI. - Use AI-assisted analytics to audit customer usage and market performance data, proactively identifying churn risks, growth opportunities, and upsell and cross-sell outcomes. - Design tailored product adoption recommendations that address regional and segment market dynamics across EMEA. - Mentor junior CSMs on best practices, revenue management principles, and AI-assisted CS tooling. - Maintain accurate account records in Salesforce using automated activity capture and AI-assisted reporting. Qualifications - A hospitality background — revenue management experience is strongly preferred. - A proven track record in a senior customer-facing role — Customer Success, Account Management, or Consulting. - Business-fluent English and French — both are hard requirements for this role. - Proficiency with Salesforce, Tableau (or equivalent), and AI-assisted tools for analysis, reporting, and client communication. - The ability to ramp quickly, tell complex stories clearly, and handle difficult client conversations professionally. - SaaS experience — candidates with as little as 2 years in SaaS will be considered if they bring strong hospitality and enterprise account experience. Strong candidates may also have: - Deep fluency in hotel KPIs — RevPAR, ADR, RGI, ARI, MPI. - Knowledge of EMEA hospitality market dynamics across key regions. - Experience with Gainsight, Salesforce Einstein, or Gong. - Additional European language skills beyond English and French. Benefits - Your hospitality expertise is the job. - This isn't a generic CSM role where domain knowledge is a nice-to-have. - AI handles the admin; you own the relationship. - A close-knit team that takes culture seriously. - Real commercial ownership. The Details - Location: Spain, UK, France or Germany (Remote) - Department: Customer Success - Reports to: Director, Customer Success EMEA - Direct reports: None - Languages required: Business-fluent English and French (both hard requirements) Duetto is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other characteristic protected by applicable law. Sound like you? You don't need a long SaaS CV. If you have genuine hospitality expertise, the executive presence to lead strategic client relationships, and the drive to own a portfolio of EMEA accounts end-to-end — we'd love to hear from you.